I'll start it off with some advice, and then you guys can take the reins from there with your strategies.
Callbacks in and of themselves are an art form. Although I've done single call, multi call and sequenced call sales, I consider myself a "One-Call-Closer". Give me the iciest of leads you have; online, the Yellow Pages, D & B, whatever...and chances are I can close them on the spot. However...
You simply cannot close everyone. No matter how good you are.
I would venture to say that a whopping 90% (in my professional guesstimation) of prospects who ask for more information before committing to a deal ARE COMPLETELY BOGUS. Yep, you read that correct. 9 times out of 10, the prospect is just using the "more information" line to get you off the phone.
Only a measly, teeny weeny 1 prospect is being straight with you. Telling you the truth. This person really does want/need more information, ie; he needs something to show his partner, he's old (from the newspaper age, lol) and needs to physically hold something in his hands before making a decision, etc.. etc., etc.
What I want to focus on here is this 1 out of 10. Why?
Because you don't want to leave $$$ on the table.
Going on our earlier 1 in 10 example, it would be totally realistic to expect the "send me more information" line 40 to 50 times if you're making 100 calls per day, 5 days per week. Let's call it 40. However, we now know that only roughly 4 of them are genuine.
Hopefully, you're good enough to weed out who's BS'ing you and who isn't. And hopefully you didn't send information to all 40 prospects
You should now have 4 or 5 people that you sent your literature to, who genuinely sound interested in your product or service.
I'm going to share with you my technique which should help you close most of these callbacks
It all starts once you're on the phone and have figured out, yep, this guy is for real. He ain't jiving me. This person really DOES want further info so he can move forward. Once you have this person, here's what you do...
Prospect: "I'm really, really interested in this. It sounds fantastic. Can you send me some information I can take a look at?"
Me: "Sure, David, let me just go over your address information to make sure I have it correct (go over address). Great! Just grab your calendar or a piece of paper David so I can pencil you in"
(Prospect has paper)
Me: Okay, David, I'm going to send you out the package tomorrow, you should receive it in roughly 3 or 4 business days. I'll give you an additional couple of days to look it over, so, why don't you pencil me in there for April 26th. Would you rather I give you a ring in the morning or the afternoon?"
Prospect: "Oh, mornings are much better"
Me: Super! Why don't we call it 10am then. Just bear with me while I slip you in on my pad here (fiddle around for a moment or two like you're writing) Okey dokey, David! As I said, give the package a couple of days to arrive, and I'll get back to you on the 26th. Appreciate your time and we look forward to helping you grow!"
That's all there is to it. Easy as pie. However, there are a few important psychological elements contained in this little piece that make it deadly...
1. You're stretching out time - again, most people that request more info are bull****ting. They want to get off the phone as quick as possible. By you going through the whole rigamarole of the setting up the call-back, you're feeling the prospect out. During this stage, if they rush or tell you "they don't have time for this", they've revealed themselves as liars. If they really DID want more info, they'd gladly go through this process.
2. By making the prospect jot down the date, you're sending the signal that this is real. There's a commitment here. The simple act of him putting pen to paper further cements that you're going to call back. He'll feel really bad breaking this commitment because - in his mind - it's now "official", it's written down.
Now, here's the sweet, juicy part of this technique...
On the day of the callback, what you're going to do is either send the prospect an email or leave a voicemail (I strongly prefer email) with the following message EARLY IN THE MORNING...
Your Message: "Hi, David, this is Daniel with Pyramid Scheme Industries. I just wanted to send this as a heads up on our 10am appointment. I have some terrific news for you! I'll only need you for 5 minutes"
Haha, this is so lethal it should be illegal
Once the prospect see this message, he'll remember the appointment - if he hasn't already. And just like a curious little cat, he's now wondering what the "good news" is. We ALL love getting good news. Believe me, he'll be thinking of this all morning. How do I know? I've had prospects tell me they were wondering about the news for hours Finally, he should have received and looked over your literature. Now...
If the prospect calls or emails you breaking the appointment, this guy is a bull****ter. Plain and simple. I normally take this persons info and burn it at the stake. However, if you're the kind and generous type, feel free to re-schedule him. If you haven't received a reply, it's time to make some money!
Once 10am rolls around, you're going to dial the prospect back using this script tailored to your situation:
You: "Hi, David, Daniel with Pyramid Scheme Industries. Before I go any further, I'm not sure if you received my email, but, some terrific news for you. I hope your sitting down?
(Prospect will laugh 9 times out of 10)
You: "I spoke with my manager this morning and he agreed to an upgrade on your account/product/service. To show you how much we'd love to have you on board, we're going to be throwing you in an additional 50 widgets upon sign-up. Now, I'm sure you've looked over the information, so, fire away with any questions you have, OR, just grab your pen so I can get you started, David!!!"
If the prospect has any questions, simply use my closing strategy I outlined in David Millers thread on closing. If not - and you'd be surprised how often they don't - CLOSE THE SONOFABITCH!!!
This works. A lot. Use it. I can go into the "why's" of it, the psychology, and all that jazz, but, no need to. Just try it for yourself and see
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